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For Customer Experience Professionals

Want Great CX? Make Everyone Do Their Part

How To Make Leaders, Managers, And Other Employees Accountable For Experience Delivery

September 9, 2016

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  • By Samuel Stern
  • with Harley Manning,
  • William Willsea,
  • Rachel Birrell

Why Read This Report

Customer experience (CX) professionals must help their colleagues understand how they affect — and ultimately own a piece of — customer experience outcomes. That requires CX teams to ensure that all employees are responsible for relevant elements of the experience. This report details three levels of CX ownership: 1) Leaders set the vision, targets, and road map; 2) managers own the targets and execute on the road map; and 3) all employees are accountable for aligning their work with the CX vision.

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Table of Contents

  • CX Teams Cannot Own Customer Experience Outcomes By Themselves
  • Make CX Responsibilities Clear For All Employees
  • Monitor Experiences To Ensure Appropriate Ownership
  • What It Means

  • CX Pros' Role Will Evolve When Everyone Owns Customer Experience
  • Supplemental Material
  • Related Research Documents